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Tech Tips:

Rebooting Your Equipment - If your internet is out on all devices, rebooting your equipment is a good first step in troubleshooting.

  • Find the power cable to your router and disconnect it from the power source or the device itself (preferably the power source unless it is difficult to reach).

  • Leave it unplugged for 30 seconds before plugging it back in.

  • Wait five minutes to allow the router to go through its reboot cycle.

  • Attempt to access the internet from your devices.

  • If the internet is still down, locate your antenna's power injector; this is a small black box (3”x2”x1”) with two ethernet ports labeled “LAN” and “POE” on one side and a power cable coming out of the other side. (It is most likely located next to your router, connected by a cable going between the router’s “Internet” port and the power injector’s “LAN” port. If the cable coming out of your router’s “Internet” port is plugged directly into a wall, the power injector is most likely located in a wiring closet elsewhere in the home.)

  • Once you have located your power injector, disconnect its power cable from the power source or the device itself (preferably the power source unless it is difficult to reach).

  • Leave it unplugged for 30 seconds before plugging it back in.

  • Wait five minutes to allow the antenna on the roof to go through its reboot cycle before attempting to access the internet from your devices once again. (If you know the location of your power injector already, feel free to reboot both devices at once to save on time.)

  • If you are still unable to connect, contact the Internet Planet support team to open a trouble ticket and we will get to the bottom of it for you!

Router Recommendation - An Ethernet router is necessary for multiple device connection and to broadcast your internal wireless network. We do offer a router rental for an additional $10 per month, although you are welcome to provide your own. If you are looking for a recommendation on what to purchase, the ASUS AC 1700 or Netgear Nighthawk AC 1900 are moderately priced units that have worked well for many of our customers. You can find these routers at brick-and-mortar electronics stores such as Best Buy, or through online providers like Amazon.com.

Testing Your Speed - To perform a speed test, navigate to www.speedtest.net. Once the site loads, click on the blue "Change Server" link below the big "GO" circle and select the "Fremont, CA - CodecCloud Limited" server for accurate results. Then click the "GO" circle button to perform the test.

 

 

 

 

 

 

 

 

 

 

 

 

 

For the most accurate results, we recommend testing with a computer that is directly plugged into the router as opposed to a wireless device. We also recommend testing while all other devices are inactive. (If you perform a test while streaming or downloading on another device, the test results will only display the available bandwidth on your network that is not being taken up by the other activities.)

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